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Role Description

Are you a people-first Lead Customer Success Manager who thrives on building trusted relationships and helping customers win? At Forwood, we don’t just sell software — we help some of the world’s largest organisations prevent fatalities and serious incidents. We’re looking for an energetic, proactive Lead Customer Success Manager who loves working closely with customers, driving adoption, and turning partnerships into long-term success stories.

If you’re motivated by purpose, ownership, and real-world impact, this role is for you.

• Own the customer relationship from onboarding through to long-term success — you’re their trusted advisor and go-to partner
• Lead engaging onboarding, workshops, and training sessions that set customers up for success
• Run regular check-ins, reviews, and Quarterly Business Reviews that clearly demonstrate value
• Proactively monitor customer health, usage, and engagement — and act early to keep clients thriving
• Translate customer goals into clear success roadmaps and outcomes
• Spot opportunities to expand value through deeper adoption or additional Forwood solutions
• Work closely with Product, Sales, Support, and Marketing to deliver a seamless customer experience
• Feed customer insights back into the business to continuously improve what we do

Qualifications

• 8+ years’ experience in Customer Success, Account Management, or a similar customer-facing SaaS role
• A natural relationship builder — confident, warm, and credible with stakeholders at all levels
• Strong project management skills and the ability to juggle multiple clients with ease
• A proactive mindset — you don’t wait for problems, you prevent them
• Comfortable working cross-functionally in a fast-moving SaaS environment
• Large-scale systems migration and change management experience

Requirements

• Experience onboarding, implementation and migration of SaaS platforms
• Exposure to safety, risk, compliance, or heavy industries
• Experience using CRMs and customer success tools
• A data-driven mindset when it comes to customer health and retention

Benefits

• Make a real difference — our work helps eradicate workplace fatalities
• Partner with some of the largest organisations in the world
• Be part of a purpose-driven, growing global SaaS company
• Have genuine ownership, influence, and career growth opportunities
• Work with passionate people who care deeply about customers and outcomes

Location

United States (Remote)

Department

Client Success

Employment Type

Full-Time

Minimum Experience

Experienced